Automated banking has been a boon to some Filipinos. Electronic payments, money transfers, balance inquiries, and other transactions have been made faster and more secure and convenient through various electronic channels.
But not all are convinced or inclined to try them. Today, many find all these mobile and online banking platforms and even ATMs and Cash Accept Machines (CAMs), too complicated.
Banks have no choice but to promote and educate Filipinos on the use of these channels. The Bank of the Philippine Islands (BPI) is one of those banks who believe that knowing how to use these electronic means for automated banking is a skill that everyone needs to learn eventually.
“For the past decade, we’ve seen an exponential growth of enrolments to online and mobile banking,” said Noel Santiago, Group Head of BPI Electronic Channels. “Customer behavior is shaping the way we connect with others — including how we do our everyday banking. In fact, banking is now something we do whenever and wherever we are.”
The change in customer behavior is both an outcome and a necessity brought about by technology. For BPI, introducing innovations, which have encouraged Filipinos to change how they do banking transactions, has been part of its history. (See table.)
Many Filipinos welcomed these innovations, especially since it saved people time, which can be more productively spent on other activities. From the first ATM to the new mobile app with enhanced security features, Filipinos experienced the convenience and security of automatic banking. Of course, there were unavoidable challenges, such as concerns about data security and data privacy, but they have been, and continue to be, managed with the use of technology and processes.
“Approximately 36 percent of our clients access the digital banking channels, both via our website and mobile app. We hope to double that in five years,” said Santiago. “This percentage grows to 66 percent if ATM and CAM channels are included. We aim to get more people to try these electronic channels because this is the only way all of us can take advantage of the technologies that lead us to the future of banking.”